COVID 19 FAQs for Equity Release Mortgage Customers

How can I contact you?

We’d prefer you to email us at If you don’t have access to email, you
can call our team on 0800 731 4076. Incoming call volumes are higher at this time so you may find the wait a little longer than

What will happen if I need to post items to you?

Whilst we’re doing everything we can to support our customers there is likely to be a delay processing and returning any post. We encourage you to contact us by email or
phone so that we can explore options and we can then work with you to ensure any post is processed as quickly as possible.

How are you going to correspond with me?

We can correspond with you using the email address we hold on your records upon your request. If we don’t hold a current email address for you, call us and once we’ve verified
your identity, we can update our records. If you don’t have an email address we can still correspond by post but it may be that this takes a little longer than usual.

Should I send you the original documents you’ve asked for?

We may accept copies of original documents by email. You can email us a scanned image, or a photograph of the document and we’ll let you know if it’s acceptable. For example, an
incomplete or illegible image won’t be acceptable.

Will you send me payments or refunds by cheque?

We can make a payment directly into your bank account, so you don’t have to worry about leaving your home to bank a cheque.

I want to make a full or partial mortgage repayment

You can make a payment by faster payment or CHAPS. Please email us or, if you don’t have access to email, call us for further details on how to do this. I want to request a drawdown on my flexible mortgage

You can email us, or you can call us with your request. We’ll check there are sufficient funds remaining in your cash facility and can email you an offer based on the rates available so you understand the impact the further withdrawal will have on your mortgage with us. If you are happy to proceed, you can call us to accept the offer and proceed with the withdrawal. Once we’ve verified your identity, we’ll pay the funds into the bank account that we hold on your records.

I want a redemption statement

Email us your request and if your email address matches the one we hold on our records we’ll email your redemption statement to you. If you want to change your email address,
call us and once we’ve verified your identity, we can update our records.

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